Homeoffice Patient Engagement Specialist en Home Medical Products, Inc.

Essential Duties and Responsibilities:

• Achieve operational, financial, and cultural performance results as defined by the Company
• Positively contribute to the overall patient experience, with extensive focuses on the Company’s PAP patient usage compliance and accessories replenishment goals:
  • Usage Compliance
    • Work to achieve Company goals, as well as individual goals defined by the Manager of Patient Engagement
  • Replenishment Initiative
    • Work to achieve Company goals, as well as individual goals established by Manager of Patient Engagement
  • Patient complaints
    • Reduce or eliminate patient complaints resulting from CROP processes
    • Communicate complaints to the Manager of Patient Engagement
  • Develop an acumen for populating reports in the Company’s patient management software and using those reports to monitor and contact patients with a goal of encouraging usage and replenishment
  • Create a favorable experience for every single patient, retaining patients as long-term and/or repeat customers
  • Encourage high levels of equipment usage compliance for equipment where monitoring is an option through utilization of Patient Management Software reports
  • Grow Company patient base through utilization of patient management software reports
  • Ensure patients are enrolled timely in programs that allow the Company to monitor patients in the home regarding equipment usage, benefit, and progress
  • Utilize existing patient management software to directly contact patients,
    • such as Resupply calling, to ensure successful outcomes of those call programs.
  • Obtain strong and measurable consistency in the following categories:
    • patient equipment utilization
    • related patient interactions, and patient education
    • replenishment of accessories to established patients
  • Build strong relationships with peers and supervisors to help collaboratively achieve the desired outcomes.
  • Develop and maintain working knowledge of products and services offered by the company,
  • Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors
  • Responsible to perform other duties as assigned by management

Qualifications:

• High school diploma or equivalent
• Customer Service experience required
• Relevant healthcare or medical billing experience preferred
• May be required to obtain additional training, licenses or certifications, depending on job assignments
• Excellent communication skills, both written and oral are also required

You will be expected to work during normal business hours, which are Monday through Friday, 8:00 a.m. – 5:00 p.m. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.